Configure Cases

Use the steps below to configure the Case object for SMS messaging.

Create a Do Not SMS Field

If the Do Not SMS field hasn’t been added to your Case object, add it now.

1. Go to Setup.
2. Click the Object Manager tab.
3. In the Quick Find box, enter and click “Case.”
4. Click the Fields & Relationships tab.
5. Click New.
6. Select “Checkbox” and click Next.
   
7. Enter the following information.
   • Field Label: “Do Not SMS”
   • Field Name: “Do_Not_SMS”
   • Help Text: “Check this box to stop an SMS message from being sent to this Case.”
   • Set the remaining fields based on your requirements.
     
8. Click Next.
9. Select the profile access for this field.
10. Click Next.
11. Select the layouts you want to add the field to.
12. Click Save.

Update the Page Layout and Related List

Add the Do Not SMS Field

1. Go to Setup.
2. Click the Object Manager tab.
3. In the Quick Find box, search for and click “Case.”
4. Click the Page Layouts tab.
5. Select the layout type you need to update.
6. Click the Fields tab.
7. In the Quick Find box, search for the Do Not SMS field.
8. Drag and drop the Do Not SMS field onto the page layout.
   

Add the Related List

1. Click the Related Lists tab.
2. In the Quick Find box, search for the “SMS Messages” Related List.
3. Drag and drop the Related List onto the page layout.
4. Click the Wrench icon to open the Properties for this related list.
   
5. Add these fields in the following order:
   • Message Date
   • Direction
   • Message (Full)
   • Status
   • From Phone
   • To Phone
   • SMS Message Number
6. In the Sort By drop-down, choose "SMS Message Number" and "Descending".
7. Click the plus sign (+) located in the Buttons section.
8. Uncheck the box next to New and click Ok.
9. Click Save.

Lightning Record Page Layout

1. Click the Lightning Record Pages tab.
2. Click the name of the layout you want to modify.
3. Click Edit.
4. If you don't see any Lightning page layouts listed, complete the following steps.
   1. Click New.
   2. Choose Record Page.
   3. Click Next.
   4. Enter a Label (i.e. Case Layout).
   5. Set Object = “Case.”
   6. Click Next.
   7. Click the Clone Salesforce Default Page tab.
   8. Select a layout.
   9. Click Done.
5. You should now be in the Lightning App Builder.
6. On the left-hand navigation bar, scroll down to the Custom-Managed section.
7. Locate the Blackthorn Messaging Messenger component.
8. Drag and drop the component onto the page layout.
9. The right-hand column will have the configuration options. We recommend keeping the Max Height (in pixels) = "400px", but you can modify it as needed.
   • If you've added the component to a sidebar, set Column(s) = “One Column.”
   • If you've added it to a wide section of the page, you can set Column(s) = “Two Column” to maximize the space.
10. Click Save.
    
11. Click Activation.
12. Review the settings.
13. Click Close. Refresh your browser for the changes to take effect.
14. Open a Case record to see the Blackthorn Messaging Messenger component on your page.